During the recent government shutdown, approximately 2,100 military household goods shipments faced delays, impacting around 20% of the 11,000 permanent change of station shipments scheduled for that period. The shipments had been earmarked for movement using fiscal 2025 funds, according to officials from the Permanent Change of Station Joint Task Force. The number of delayed shipments does not directly correlate to the number of service members affected, as each move typically involves multiple shipments.
The task force, formed in May by Defense Secretary Pete Hegseth, has proactively worked to mitigate issues arising from the shutdown. The operations center and call center established this summer played crucial roles in addressing challenges during this period. According to Army Maj. Gen. Lance G. Curtis, the task force commander, the team was “knee deep” in problem-solving efforts, reaching out to service members likely to be impacted. “I think that helped us. Ideally, we would have liked the percentage to be at 0%, but I think it was a good news story that we were able to get ahead of it,” Curtis said.
The shutdown’s primary complications stemmed from the furlough of civilian workers in shipping offices at the beginning of October. Marine Corps Lt. Col. John Naughton, the task force’s liaison officer, noted that collaboration with service branches helped bring these workers back, alleviating some of the early issues. Curtis emphasized that the task force’s centers worked diligently to ensure that service members’ moves were back on track, often navigating the rules established by various service branches.
Service members facing challenges with their moves can reach out to the task force’s call center at 833-645-6683 or via email at [email protected]. Curtis expressed his commitment to providing assistance, stating, “I’m trying to be the one belly button for people who are frustrated, to help them out.”
As the peak moving season concluded in September, the call center adjusted its operating hours to 8 a.m. to 5 p.m. CDT. It is set to resume 24/7 operations starting May 7, 2026, in preparation for the next peak season. The establishment of the task force aimed to enhance how the Department of Defense manages the relocation of service members’ household goods, particularly in light of rising problems associated with the Global Household Goods Contract. This contract, valued at $18 billion over nine years, was terminated in June due to performance issues with the contractor, HomeSafe Alliance.
In the six months since its inception, the task force has engaged with military families and industry representatives to improve the moving process. Curtis has expedited the scheduling for service members to book their shipments, allowing bookings to start around April 1 rather than mid-May. This change aims to reduce stress for troops who may have received orders months in advance but faced delays in shipment bookings.
Feedback from the military community has been overwhelmingly positive regarding the task force’s initiatives. The call center, which includes service members among its staff, has received over 4,700 contacts since its launch in August. Of these, around 3,300 involved proactive outreach to inform service members and their families of potential issues. “A lot of times they’re surprised in a good way, and we’re removing obstacles for the service members,” Curtis noted.
The task force has also prioritized addressing longstanding complaints about the claims process related to damaged or lost household goods. Family forums have provided valuable insights, leading to improvements in how claims are managed.
Curtis highlighted the importance of the task force’s authority in implementing these changes, stating that it now has capabilities that were previously unavailable to the U.S. Transportation Command, which previously managed household goods shipments. The task force’s efforts are set to continue through at least August 2024, as Hegseth has extended its mandate.
As the task force moves forward, it is committed to improving coordination with industry partners to ensure the necessary resources are available for future moves. This collaborative approach aims to create a more efficient and responsive system for military relocations, ultimately benefiting service members and their families.
